ComplaintsforCarquest Auto Parts - J & M Automotive Tecumseh Inc

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is the second time I have difficulty with this place in the same year. This place is authorised service center for all Ridgid tools and I have brought my tool back in February for warranty service and I was treated very bad and everyone was rude and I had to contact Ridgid and fight back to simply get my tool fixed and I was very happy to be done with it. Unfortunatly this is the only service center in town and the only place that Ridgid is contracting the warranty to in this town. This shop wants me to leave my $400 tool and they want me to pay diagnosis fees and repair. This place does not understand what the word warranty means and they think they can double charge the customer and Ridgid. I have spent over $4000 on my tools and now I am stuck with this desperate and far from honest shop to service my tools. I am reaching out to get you involved because I know that we both understand that paying top dollar for tools and equipment that come with a good warranty is why i spent the $4000 on my tools but this shop will take the ************** contract and charge Ridgid and then give the customers hard time when it's time to get the tools serviced.

  Business response

  15/12/2023

  To whom this may concern. We only service Ridgid tools we are not part of ridgid. This customer is asking for a refund for his tools which has nothing to do with our business. He would need to take that up with Ridgid as we did not sell him the tools nore do we sell Ridgid tools. This customer had brought in his battery for repair January 10th 2023. I filed the claim the next day January 11th 2023. The Battery was not listed at our supplier as the part number had changed. I had reached out to Ridgid to get the right part number. I did not get a response from them for a month with numerous attempts to contact them on what i should do. The customer had left us a bad ****** review as if it was in my business's control on the matter. Ridgid then sent me the battery for replacement. I filed it and had to wait for approval before releasing the battery to the customer. Once the claim was approved i called the customer to come into the shop and had a talk with him showing him the numerous attempts to get this resolved without answer from Ridgid. I explained this was out of my control and this bad review should not be put on my business as i have done everything in my power to get him his battery. He had taken it down and brought in his drill on the 13th of February 2023. We diagnosed the issue with the tool and i filed the claim that same day. Parts were not available for his tool so i put in for a replacement tool. The replacement tool was shipped to us 02/27/2023. Once we received his replacement tool we contacted him to come pick it up. He came picked it up and left happy. He retuned to the store and said where is my battery. I had reminded him that we had already gave it to him and i could check the cameras and show him. He then said i was a liar and i never gave him his battery. Shortly after he came back in and apologized for forgetting that i had given him his battery. He left happy. He sat in his car for some time then came back in to say this tool was not the same as his tool. Demanded we give him the same tool. Again out of my control. Ridgid sends us the tool we dont open it we give it directly to the customer. I took the tool back and called Ridgid. They had informed me that they no longer have the exact tool and in their warranty agreement states they can replace it with a similar tool or newer version of it. I called him back and explained that he was upset with that answer. Again out of my control. He left with the tool upset. Fast forward to the next time he came in. The customer had brought a tool to get repairs done. We have since then changed our policy on bringing in tools or machines to get repairs. Every customer either Ridgid or any other brand of any type of machine needs to pay a $45 + tax diagnostics fee before we take the unit in, which if under warranty gets returned to the customer with the tool once the claim is approved or if not under warranty the diagnostics come off the bill if they so choose to have it fixed. If the customer chooses not to fix the unit then we would keep the diagnostics fee as i still have to pay the mechanic to diagnose the unit. People were bringing units it for repair and once they heard how much it was to fix they would leave the unit and i would lose money as i still need to pay my mechanic for his time. This is stated clearly by my employees and is written on the worksheet which is signed and initialed by the customer before leaving the tool or machine with us. Nobody has had an issue with it as it is a simple process. The customer receives a receipt to take with them to bring in once the unit is ready for pick up. Our copy of the receipt is stapled to the work order so if a customer loses their copy we still have a copy to refund them their diagnostic fee, The customer was not happy with this change and began calling my employees crooks and thieves and demanded that i give the customer a call. I had contacted the customer the next day. I had explained to him why we have this policy in place. He then began to call me a ***** and said that i was robbing my customers. He then told me i work for Ridgid and i will fix his tool when he says so. He then had called me a tough guy and referred to one of my female employees as a fat b..... I told the customer that would not be tolerated and that he is no longer welcome here. We will not being fixing anything of his ever again. He told me that he would contact BBB and leave me a bad ****** review again. I contacted ****** and told them i will not be fixing his tools ever, no if ands or buts about it. We will not be harassed. There is a way to go about things and threats and calling people out of their names is unacceptable. I had told him that there is another service center in town that he could go to for repairs. He told me that he does not like dealing with them. The common denominator is the customer. Hopefully he treated them better then us and they will still service him as we will NOT. Thank you for your time.

  Customer response

  18/12/2023

  
  Complaint: 20971072
  
  I am rejecting this response because:
  
  I seriously do not know where to start after all the falls accusations  and I do not want to make this very long but please forgive if it does because I have to clearfy the falls accusations and defend my self and protect my rights. I am however really speechless to all the falls accusations.
  I am now aware as everyone reading this that I am being accused that I have harassed this business and the employees too for bringing in tools to I have invested thousands in to just have them checked for warranty, a warranty that I also purchased. First and for most is I want to be clear that these harassments are simply falls accusations and if any of it was true then I would simply be in jail now and would not be able to work hard every day to earn a honest living.... 
  
  I hope that we can all come to the agreement that falls accusations are actually also considered harassments. We all live and obey one low and that low states that if I harass a person or business then I can be punished by law... I called the business and asked for the owner because I wanted to make sure he helps me like he did the first time after I waited months for my tools to be replaced and after so many times having to go there and drive an hour everytime to go there and back. I was getting contacted 6 times a day by the business and Ridgid for to months just to have a $50 battery fixed or replaced for warranty and on top I had to function and also manage to work and run my business. I lost my mind and I did not even know what was picked up and what was left and to add salt to the wond, I got a replacement tool that was not the same as my other one so it is normall if I go and check to make sure that there was no mistakes there because even he was surprised and ****** said that it is the new model and the old model was no longer made so I am not sure why the owner is upset about it because he clearly said I left happy and I thanked him. It seems that the business owner gets upset when his customers leave happy and this same business owner seems to need big advice in business and should have his business license taken because if I truly did harass the business and employees and he did not call the police and have me trespassed to protect his business and employees. Nothing he stated is true and this was not the respond I was looking to get for kindly asking to have my tool fixed so I can continue to earn a living and for him to have future business and a customer with thousands of dollars of tools that are under warranty for life by ****** instead I was insulted, harassed and described to filthy by very strong criminal accusations.

   

  Please read his statement again because they are serious accusations and show that this guy is dangerous and willing to harm me and as I first stated in my first letter that he threatened me and my business. I believe that this case just got easier and clear but unfortunatly it puts me in danger as well. 
  
  
  
  Sincerely,
  
  ***********************
  

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